Online form requirement can be stressful

Our client is a widow in her 80s who lives alone.  She has not paid council tax for two years due to the pensioner’s reduction scheme.

She recently received a letter from the council asking her to complete the “review of housing benefit and council tax reduction” form on line.  The letter said they needed the form to confirm her situation hadn’t changed and check she was receiving the correct benefit.

She was afraid she might lose her exemption and worried about using a computer to complete the form.

Our adviser set up a telephone appointment with the council to check details.  Using information the client provided, she was then able to complete and submit the form on her behalf.  She made sure the client knew the reference number and advised her to phone shortly to check they had received it.  She should also ask if they wanted evidence of her savings and income.

Citizens Advice help with the online form had 2 positive outcomes.  The client felt much less stressed and was reassured she would be able to continue with independent living.

Reigate and Banstead Borough Council information here RBBC Council Tax
Citizens Advice information here: Council Tax Reduction: What you need to know